Below is a transcript of my dealings with Virgin Mobile wanting to upgrade. At no time has anyone rung me. It seems the only people unable to ring me are the company I have a mobile phone with.
26/01/2023, 6:09 pm - Virgin Media: Thank you so much for your time. 😀
27/01/2023, 1:13 pm - James: Hello
27/01/2023, 1:13 pm - James: 2
27/01/2023, 1:13 pm - Virgin Media: Can I start off by taking your first name?
27/01/2023, 1:13 pm - James: James
27/01/2023, 1:13 pm - Virgin Media: Thanks James. What can we help you with?
27/01/2023, 1:13 pm - Virgin Media: Please select an option below 👇
27/01/2023, 1:13 pm - James: 7
27/01/2023, 1:13 pm - Virgin Media: OK, can you please give me a brief description of the issue you are facing?
27/01/2023, 1:13 pm - James: Update on order
27/01/2023, 1:13 pm - Virgin Media: OK. Let's get you through to the team! I'll just need some info from you so the team can access your account
27/01/2023, 1:13 pm - Virgin Media: First, I'll need your full name (as it appears on the account):
27/01/2023, 1:14 pm - James: James M
27/01/2023, 1:14 pm - Virgin Media: Alright, James M got it! Can I take your Virgin Mobile number please? If you're not sure just type "UNSURE"
27/01/2023, 1:14 pm - James: --My Telephone Number--
27/01/2023, 1:14 pm - Virgin Media: And can I just check, are you the account holder?
1) Yes
2) No
27/01/2023, 1:14 pm - James: 1
27/01/2023, 1:14 pm - Virgin Media: Great, thanks James M! For security purposes 🔐 I'll now ask 3 verification questions. This means when you are through to an agent, we can continue with your account securely:
27/01/2023, 1:14 pm - Virgin Media: First, can you confirm the email address 📧 registered on your account?
27/01/2023, 1:14 pm - James:
27/01/2023, 1:14 pm - Virgin Media: Got it! And which date does your Direct Debit usually come out of your account?
27/01/2023, 1:14 pm - James: 25
27/01/2023, 1:14 pm - Virgin Media: Lastly before we get you through, what was your last bill value?
27/01/2023, 1:15 pm - James: 26
27/01/2023, 1:15 pm - Virgin Media: Got it! Ok, just to recap your info:
Details - Update on order
27/01/2023, 1:15 pm - Virgin Media: You are now in the queue for a member of our team. As we are currently experiencing high demand for our messaging service, it may take us longer than we would like to connect you. we will respond as soon as possible.
27/01/2023, 1:15 pm - Virgin Media: If you’re contacting us through our website, please keep your browser open. In the meantime, you may find the answer to your query at https://care.virginmedia.com/care/home
27/01/2023, 1:15 pm - Virgin Media: Is there anything you would like to add before I transfer you to an Agent?
27/01/2023, 1:15 pm - James: Bo
27/01/2023, 1:15 pm - James: No
27/01/2023, 1:15 pm - Virgin Media: Transferring to an agent...
27/01/2023, 1:15 pm - Virgin Media: We wanted to let you know that we are busier than expected today and as a result you may have to wait for a while to get connected to a member of the team. We are really sorry for any inconvenience and rest assured we are working hard to get to you as quickly as we can. Thank you so much for your understanding.
27/01/2023, 1:18 pm - Virgin Media: Good day, James. I hope you're doing okay. I see that you've contacted in regards to your order. Just to give you a heads up that we are experiencing a wide system issue and all our customers are affected with this and we are unable to pull up any information on your account. No worries! The issue was already reported to the IT team and was advised this will be fixed after 2 hours. Right now, We can only assist you with general queries. We are sorry for the inconvenience, James.
27/01/2023, 1:18 pm - James: Any chance you can check an order number
27/01/2023, 1:21 pm - Virgin Media: I'm sorry but we are unable to pull up any information right now, James because of this issue that we are encountering right now. Our IT team is still trying to fix the issue. We are very sorry for this but we were advised that this will take 2 hours and hopefully all will be okay so that we can help you with checking an update on your order.
27/01/2023, 1:25 pm - Virgin Media: Hi James, just checking if your are still there on the line? Do you have any questions aside from your order update?
27/01/2023, 1:28 pm - James: What questions can I ask the service today has been appalling. From back office staffing saying they tried to contact me..... WHICH THEY DID NOT.....No phone call at all. To being lied to by a customer service agent....to find out i am unlikely to get a phone call to back office till Monday at earliest
27/01/2023, 1:32 pm - Virgin Media: I am so sorry to hear about that, James. As much I would like to help you but it's not letting me pull up your account to check the status of your order. All I can say is sorry for the inconvenience and hassle that this has caused you. I know it's not easy to keep on chasing on your order when you have work to do. I really apologize for the experience that you went through, James.
27/01/2023, 1:36 pm - Virgin Media: Hi James, just checking if you are still there on the line? Is there anything else I can assist you aside from this?
27/01/2023, 1:39 pm - James: No
28/01/2023, 11:05 am - James: Hi
28/01/2023, 11:05 am - Virgin Media: Hi, I’m Toni, Virgin Media’s Chat BOT, please can you tell me which of our services you would like to talk to us about?
28/01/2023, 11:05 am - Virgin Media: Please select one of the following options 👇
1) Broadband TV or Phone
2) Mobile
28/01/2023, 11:05 am - James: 2
28/01/2023, 11:05 am - Virgin Media: Can I start off by taking your first name?
28/01/2023, 11:05 am - James: James
28/01/2023, 11:05 am - Virgin Media: Thanks James. What can we help you with?
28/01/2023, 11:06 am - James: 7
28/01/2023, 11:06 am - Virgin Media: OK, can you please give me a brief description of the issue you are facing?
28/01/2023, 11:06 am - James: Would like to check on an order
28/01/2023, 11:06 am - Virgin Media: OK. Let's get you through to the team! I'll just need some info from you so the team can access your account
28/01/2023, 11:06 am - Virgin Media: First, I'll need your full name (as it appears on the account):
28/01/2023, 11:06 am - James: James M
28/01/2023, 11:06 am - Virgin Media: Alright, James M got it! Can I take your Virgin Mobile number please? If you're not sure just type "UNSURE"
28/01/2023, 11:07 am - James: --My Telephone Number--
28/01/2023, 11:07 am - Virgin Media: And can I just check, are you the account holder?
1) Yes
2) No
Details - Would like to check on an order
28/01/2023, 11:08 am - Virgin Media: You are now in the queue for a member of our team. As we are currently experiencing high demand for our messaging service, it may take us longer than we would like to connect you. we will respond as soon as possible.
28/01/2023, 11:08 am - Virgin Media: If you’re contacting us through our website, please keep your browser open. In the meantime, you may find the answer to your query at https://care.virginmedia.com/care/home
28/01/2023, 11:08 am - Virgin Media: Is there anything you would like to add before I transfer you to an Agent?
28/01/2023, 11:09 am - James: No
28/01/2023, 11:09 am - Virgin Media: Transferring to an agent...
28/01/2023, 11:09 am - Virgin Media: We wanted to let you know that we are busier than expected today and as a result you may have to wait for a while to get connected to a member of the team. We are really sorry for any inconvenience and rest assured we are working hard to get to you as quickly as we can. Thank you so much for your understanding.
28/01/2023, 11:13 am - Virgin Media: Thank you so much for waiting, James. I'm pleased to hear that you recently order from us. I'd be more than happy to help and check for any updates.
Before we get started, we’ll need to go through a few security questions. I’m going to send you a secure web form for you to answer.
Please put the 1st, 3rd and 5th characters of your password in the secure link.
I can see that the order has been parked due to the security checks needed, James. Our Team tired to call you yesterday around 12pm but didn't receive any response I'm afraid.
However, they will call again today around 3-5pm. Once the order is verified, you will receive the credit agreement by then for you to sign.
28/01/2023, 11:18 am - James: Yes that's ideal if they ring
28/01/2023, 11:18 am - James: Just point out though no phone call was made yesterday
28/01/2023, 11:19 am - Virgin Media: Thank you. Rest assured, this has been looked into. Sorry, it was around 12:35pm, you didn't receive any missed call or voicemail? Since our Team says that they left a voicemail on your number.
28/01/2023, 11:19 am - James: No none at all.
28/01/2023, 11:19 am - James: They did not and I have only on mobile number
28/01/2023, 11:20 am - James: One
28/01/2023, 11:20 am - James: My telephone number is --My Telephone Number--
28/01/2023, 11:21 am - Virgin Media: I'm so sorry about that. Yes, the number set dialled on the account is the number ending 476.
I will set a note on the account to make sure it's the correct number. Please keep your lines open for now as they will reach you as soon as they can, James. Thank you so much for your patience on this.
28/01/2023, 11:21 am - James: So far very disappointed with the service
28/01/2023, 11:22 am - James: Let's hope they bother to ring today
28/01/2023, 11:22 am - Virgin Media: I am so sorry to hear how you feel with the level of service provided to you, this is not the level of experience we want you to receive. I'm afraid, the security process is something we can't override. However, this has been noted already on the account and I can assure you that this has been looked into.
28/01/2023, 11:23 am - James: No I understand the security process. That being said been a mobile customer 6+ years and virgin customer for 20+
28/01/2023, 11:30 am - Virgin Media: I understand. Fraudulent activities are very rampant nowadays. The security process trigger if there's any mismatch on the information such as the address, email, bank details, etc. Thus, the system trigger the verification process, James.
28/01/2023, 11:32 am - James: Well let's see if they ring....if they don't where does that leave me ??
28/01/2023, 11:33 am - Virgin Media: Hopefully, you will receive their call. We will send a follow up request if in case there's no any attempt, James.
28/01/2023, 11:34 am - James: Right well I guess I wait 3 and half hours and hope they do
28/01/2023, 11:36 am - Virgin Media: Thanks you so much for your time and patience on this, James. Take care for now~
Thanks for getting in touch. Have a great day! Keep safe.
28/01/2023, 3:43 pm - James: Hi
28/01/2023, 3:43 pm - Virgin Media: Hi, I’m Toni, Virgin Media’s Chat BOT, please can you tell me which of our services you would like to talk to us about?
28/01/2023, 3:44 pm - James: 7
28/01/2023, 3:44 pm - Virgin Media: OK, can you please give me a brief description of the issue you are facing?
28/01/2023, 3:44 pm - James: Check on order
28/01/2023, 3:44 pm - Virgin Media: OK. Let's get you through to the team! I'll just need some info from you so the team can access your account
28/01/2023, 3:44 pm - Virgin Media: First, I'll need your full name (as it appears on the account):
28/01/2023, 3:44 pm - James: James M
28/01/2023, 3:44 pm - Virgin Media: Alright, James M got it! Can I take your Virgin Mobile number please? If you're not sure just type "UNSURE"
28/01/2023, 3:45 pm - James: --My Telephone Number--
28/01/2023, 3:45 pm - Virgin Media: And can I just check, are you the account holder?
1) Yes
2) No
28/01/2023, 3:45 pm - James: 1
28/01/2023, 3:45 pm - Virgin Media: Great, thanks James M! For security purposes 🔐 I'll now ask 3 verification questions. This means when you are through to an agent, we can continue with your account securely:
Details - Check on order
28/01/2023, 3:46 pm - Virgin Media: You are now in the queue for a member of our team. As we are currently experiencing high demand for our messaging service, it may take us longer than we would like to connect you. we will respond as soon as possible.
28/01/2023, 3:46 pm - Virgin Media: If you’re contacting us through our website, please keep your browser open. In the meantime, you may find the answer to your query at https://care.virginmedia.com/care/home
28/01/2023, 3:46 pm - Virgin Media: Is there anything you would like to add before I transfer you to an Agent?
28/01/2023, 3:46 pm - James: No
28/01/2023, 3:46 pm - Virgin Media: Transferring to an agent...
28/01/2023, 3:47 pm - Virgin Media: Lovely Afternoon, James! You're through with Cristina.
28/01/2023, 3:55 pm - Virgin Media: Thank you for passing security checks on the account, James. As per checking here on the account, I can see here that the order was cancelled due to Day 3
Order cancelled due to no contact. The first attempt we tried to call you was last 27/01/2023 12:35:35 , we tried to call you back again today 28/01/2023 14:07:58 however we did not hear anything from you. If you wish to reprocess the order again, we can reprocess the order. How would you like to proceed?
28/01/2023, 3:56 pm - James: You never made contact with me twice now and then you have cancelled the order
28/01/2023, 3:57 pm - James: It's utterly ridiculous
28/01/2023, 4:00 pm - James: IMG-20230128-WA0000.jpg (file attached)
28/01/2023, 4:01 pm - Virgin Media: I totally understand where you're coming from, James but based on the notes we have here last 27/01/2023 12:35:35: left vm no answer checks needed will call again tomorrow from 3pm-5pm, that is the note made by our Fraud team.
28/01/2023, 4:02 pm - James: Will I am telling you right now your Fraud team are lying never bother once to ring me and it's an utter farce
28/01/2023, 4:03 pm - James: I am so close to posting all my phone logs and these WhatsApp messages on every review site possible
28/01/2023, 4:03 pm - Virgin Media: On the same day, 27/01/2023 13:15:29 you reach out to us as you are want to know the update of your order and then you said your are unhappy with the process and you want to raise a complaint. 12:35 is when the fraud team tried to call you on 1:15 you reach out to us.
28/01/2023, 4:04 pm - James: Will you can see my call logs did I receive one phone call ????
28/01/2023, 4:08 pm - Virgin Media: Yes, I have seen that and I apologize if I can't do anything about your order as it was now cancelled by our fraud team as the order was parked due to Card validation error that needs to be verified further by them. Please let me know if what do you want to happen with the order and in your complaint.
Right now, the only option left here is to re-process the order again and see if the order will go through right away.
28/01/2023, 4:09 pm - James: I would like to reorder but do not want to go through this utterly poor service again by your fraud team
28/01/2023, 4:12 pm - Virgin Media: I totally understand, James and thank you for letting me know. Since this is a trade up, let me go ahead and connect you to our sales team to reprocess the order agian.
28/01/2023, 4:12 pm - Virgin Media: You're now connected to Maye.
28/01/2023, 4:13 pm - Virgin Media: Hello James, hope you're doing well.
I can see here that you've chatted with my colleague Cristina. Please give me a minute while I review the conversation so we can pick this back up from where we left it.
28/01/2023, 4:14 pm - Virgin Media: Thank you for waiting! Let me help you reprocess the order.
28/01/2023, 4:14 pm - Virgin Media: Can you confirm the exact deal that you have tried to get please?
28/01/2023, 4:15 pm - James: I wanted the iPhone 14 with Apple watch se
28/01/2023, 4:15 pm - James: Over 3 years
28/01/2023, 4:16 pm - James: It was 37.95pm
28/01/2023, 4:16 pm - Virgin Media: Thank you so much! Please bear with me whilst I check the best deal for you.😀
28/01/2023, 4:16 pm - James: Cannot believe I having to reorder
28/01/2023, 4:18 pm - Virgin Media: I totally understand your point, it's just that due to security checks, the previous order was cancelled as our team tried to contact you prior to delivery, though they weren't able to reach you.
28/01/2023, 4:18 pm - Virgin Media: No worries, as we can reprocess the order here for you and put notes and best contact number on the account.
28/01/2023, 4:18 pm - Virgin Media: Sounds like a plan?
28/01/2023, 4:18 pm - James: Yes but that team never rang me. And I only have one number this one the with you
28/01/2023, 4:20 pm - Virgin Media: I get your point on that, that is the reason why they weren't able to reach you as the number is not ringing.
28/01/2023, 4:20 pm - Virgin Media: Thank you for waiting James!
28/01/2023, 4:20 pm - Virgin Media: You'll get the Apple iPhone 14 and Apple Watch with 128GB of storage, 6GB data, unlimited minutes and texts for only £53.93 per month on a 24 month contract or just £37.95 per month on a 36 month contract.
28/01/2023, 4:20 pm - Virgin Media: Which contract option would you prefer?😀
28/01/2023, 4:20 pm - James: This phone number --My Telephone Number--
28/01/2023, 4:21 pm - James: Everyone else can ring me on this number. It seems the company the number is with is the only one who cannot ring me
28/01/2023, 4:23 pm - Virgin Media: I totally understand, though this is depends on our delivery team and this is something that we do not have control with.
No worries, let us reprocess the order now so that you will receive it as soon as possible.
28/01/2023, 4:23 pm - Virgin Media: Can you confirm which contract term do you prefer?
28/01/2023, 4:26 pm - Virgin Media: Thank you so much! One moment please.
28/01/2023, 4:29 pm - Virgin Media: Thank you for waiting James! As per checking here, seems that the previous order still reflecting on the account as a park order
So I need to connect you to our care team to further check and sort this out for you.
28/01/2023, 4:29 pm - Virgin Media: Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you're okay with this.
28/01/2023, 4:29 pm - Virgin Media: We wanted to let you know that we are busier than expected today and as a result you may have to wait for a while to get connected to a member of the team. We are really sorry for any inconvenience and rest assured we are working hard to get to you as quickly as we can. Thank you so much for your understanding.
28/01/2023, 4:29 pm - Virgin Media: We are just connecting you to Alfernee who will be helping you today. They will be with you shortly.
